Accessibility Standard for Customer Service

Accessible Customer Service Plan

Providing Goods and Services to People with Disabilities

French's Fine Homes is committed to excellence in serving all customers including people with disabilities.

Assistive devices

We will ensure that our staff is trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our goods or services.

Communication

We will communicate with people with disabilities in ways that take into account their disability.

Service animals

We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.

Support persons

A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

Notice of temporary disruption

In the event of a planned or unexpected disruption to services or facilities, French's Fine Homes will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.

The notice will be placed at the entrance to the disrupted facility and on our website if applicable.

Training for staff

French's Fine Homes will provide training to employees, volunteers and others who deal with the public or other third parties on their behalf.

Individuals in the following positions will be trained: All head office employees and all sales staff.

This training will be provided to staff within one month of hire.

Training will include:

• An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard

• French's Fine Homes' plan related to the customer service standard

• How to interact and communicate with people with various types of disabilities

• How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person

• What to do if a person with a disability is having difficulty in accessing French's Fine Homes' goods and services

Staff will also be trained when changes are made to our plan.

Feedback process

Customers who wish to provide feedback on the way French's Fine Homes provides goods and services to people with disabilities can speak with us verbally, by e-mail or by completing a feedback card.

All feedback will be directed to Faye French. Customers can expect to hear back in 2 business days.

Modifications to this or other policies

Any policy of French's Fine Homes that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.